@EmmaArcher0376 Captured it: missing process confirmation. The unedited video shows a wait before release. I'd described it as a dropped part, which didn't help.

Correct the ticket with that alarm, the unedited clip and the installed versions. Ask which confirmation is missing and who owns the next diagnostic step.

Should I preserve the original report when I correct it? Removing that wording might make it difficult to understand why support's existing replies focused on a drop.

Keep it with a clear correction. Explain that the full clip shows a pre-release wait; that tells support why the investigation needs to change direction.

@EmmaArcher0376 My own support case stalled because the robot and gripper contacts each expected the other to arrange the test. A named coordinator clarified who would organize the next action.

@ImranArcher0392 I've checked our messages. Same gap here: each contact asks what the other said, but neither has assigned the test.

That missing confirmation points to the gripper, so its contact should take the diagnostic lead.

You're jumping from a missing signal to a failed component. It could be the interface or sequence. The alarm doesn't assign ownership by itself.

@VictorBell0620 You're right; I assigned the cause too early. Ask the package seller to coordinate tracing that confirmation across the interface, with both contacts involved as needed.

Is that Alibaba support, then? I'm muddling the seller and the place you bought it.